KADIDIATOU KONE
Technical Support Specialist
Dallas
Summary
Detail-oriented and analytical IT professional with a strong background in data analytics, technical support, and business intelligence. Skilled in using MySQL to extract, query, and analyze datasets for actionable insights that enhance operational efficiency and decision-making. Proficient in Power BI and other BI tools to visualize data trends, monitor performance metrics, and support strategic initiatives. Demonstrated expertise in troubleshooting complex hardware, software, and network issues for seamless end-user support and system functionality. Capable of translating technical data into user-friendly formats to facilitate communication between technical teams and business stakeholders. Dedicated to continuous improvement, customer satisfaction, and utilizing data to address real-world challenges.
Overview
6
6
years of professional experience
2
2
Languages
Work History
TIER 2 HELP DESK TECHNICIAN
Tidel Engineering
01.2024 - Current
- Provided second-line support for complex hardware, software, and network issues escalated from Tier 1, ensuring swift and effective resolution.
- Leveraged Power BI to track safes and recyclers down
- Used BI to analyze support ticket trends, enabling proactive identification of recurring issues and contributing to data-driven decision-making for process improvements.
- Documented all support interactions, solutions provided, and follow-up actions in a ticketing system to ensure accurate records and facilitate future support.
- Maintained a customer-focused approach, ensuring timely and effective resolution of issues while fostering positive relationships with users.
TECHNICAL ACCOUNT MANAGER (FRENCH)
Samsara (IOT)
08.2022 - 12.2023
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Maximized use of hardware and software by training users and interpreting instructions on all Garmin products.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Helped configure Garmin products and set them up with the point of rental software.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Reviewed hardware state and status. Also worked on multiple app concerns and reporting concerns.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines in relation to FMCSA rules (Canada and USA).
SENIOR TECHNICAL SUPPORT SPECIALIST IOT (FRENCH)
Point Of Rental
01.2019 - 08.2022
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Helped configure Garmin products and set them up with the point of rental software.
- Provided second-line support for complex hardware, software, and network issues escalated from Tier 1, ensuring swift and effective resolution.
- Worked with MySQL databases to extract and analyze user and system data, supporting troubleshooting efforts and identifying recurring technical issues.
- Documented all support interactions, solutions provided, and follow-up actions in a ticketing system to ensure accurate records and facilitate future support.
Education
BACHELOR OF ARTS - INTERNATIONAL BUSINESS MANAGEMENT
University of Wisconsin - Whitewater
No Degree - Data Analytics
Colaberry School of Data Science And Analytics
Plano, TX 05.2001 -
No Degree - Data Analytics
Udemy
Online 05.2001 -
Skills
- Technical Analysis
- Technical Support
- Debugging
- Mac Systems
- Software Diagnosis
- Application Support
- TCP/IP
- SQL
- Project Management
- Customer Service
- Hardware Support
- Reporting using BI
Timeline
TIER 2 HELP DESK TECHNICIAN
Tidel Engineering
01.2024 - Current
TECHNICAL ACCOUNT MANAGER (FRENCH)
Samsara (IOT)
08.2022 - 12.2023
SENIOR TECHNICAL SUPPORT SPECIALIST IOT (FRENCH)
Point Of Rental
01.2019 - 08.2022
No Degree - Data Analytics
Colaberry School of Data Science And Analytics
05.2001 -
No Degree - Data Analytics
Udemy
05.2001 -
BACHELOR OF ARTS - INTERNATIONAL BUSINESS MANAGEMENT
University of Wisconsin - Whitewater
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